Professional Documents
Culture Documents
Systems:QMS ISO 9001 (2008)
AssessmentReport/Checklist
Form 009
CLIENT‐ORGANIZATION (NAME): REEM AL BAWADI RESTAURANT & CAFÉ
PHYSICAL LOCATION(s): SheikhZayed Road, Dubai, UAE
Phase II Audit Date(s): 9 July 2015
Phase I Audit Date(s): 28 Jun 2015
NAICS (or NACE) CODE 56.10
ISO 9001 EXCLUSIONS: 7‐3
Assessment objectives: Attesting that the requirements of ISO 9001
have been met in client’s system to protect
consumers and meet legal requirements
ASSESSMENT TEAM INFORMATION
Assessment Team Leader, ATL Akbar Shams
Assessor 2 Abgoon
Assessor 3
Assessor 4
Assessor 5
Assessor 6
Note: Adjusting the language within this form to the type of activity and nature of the organization is acceptable.
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We pursuit to assure that client‐organization adheres to the protection of communities and consumers. This is to
1 follow the intent to the substitution of the word “identify” to the word “determine” as part of the importance to
the processes being capable of achieving desired outputs (including consumer’s well‐being).
2 Scope of activities Restaurant and café
BRSM requires that the organization’s legal obligations and regulatory
3 Legal status are met as part of granting certification. The restaurant is legally √
registered in Dubai Municipality
4 Quality Management System
General
Requirements –
Theorganization has implemented quality management systems 3 years
4.1 What is the √
ago. , all required procedures have been designed
implementation /
transition date?
Based on the audit in Phase I, organization has developed procedure for
Documentation controlling the documents and records.documents and records of the
4.2 Requirements QMS system are under control by Document and records Procedure for √
(includes records) all documents a version has been defined and for forms procedure and
work instructions a coding system has been defined.
Organization has developed the quality manual, the clause 7.3 has been
4.2.2 Quality Manual √
excluded. Quality manual has been approved by Restaurant manager
Control of
4.2.3 Control documents and control record Procedure P1 is established. The √
Documents
method of developing, approving and obsoleting the documents has
been defined. The method code assignment to documents and records
has been identified. Master list (F1) including determining documents
Control of distribution was observed. F2 Record retention has been determined in
4.2.4 Records – Are this procedure √
records…
FORM‐009_V4_QMS Issued: July 9, 2003 Revised: March 2013 Page 2 of 12
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Customer Focus –
5.2 (may relate to In clauses 7.2.1 and 8.2.1 customer Focused is explained in detail. √
7.2.1 and 8.2.1)
Quality Policies with the contexts such as the commitment to quality is
constant concern, Increase of satisfaction through versatility of service
5.3 Quality Policy √
Manager is also committed to provide resources , human resources and
training and infrastructure
Quality objectivesare determined and monitored in internal audit and
Planning;5.4.1 management review meetings; objectives for current year has been
Quality determined such as:
Objectives/5.4.2 Increasing salads diversity ( at least 3 new types)
5.4 √
quality Opening new branches in region
management Executing breakfast delivery in UAE branches
system planning
Increase the hygiene concerns to prevent any NCs from Municipality
5.5
Job description (F15)and organization Chart is define properly.
Restaurant manager has approved Organizational Chart and
responsibility and authority documents.
Responsibility, The job description of the supervisor observed, Gorge Eccles is
5.5.1 √
Authority responsible to oversee staff activities, such as cooking of foods,
preparation of the foods, storage inventory and quality of purchased
ingredients, maintenance of the ovens and air conditioners and fridges
Cleanliness of the restaurant and kitchen
Restaurant Manager has appointed Mrs. Macasinag as Management
Management
5.5.2 Representative. To establish system and to report on the performance to √
Representative
management
Internal Internal communication is Done through wireless telephones
5.5.3 √
Communication Verbal communication and face to face contacts
5.6 Management review
Management reviews done every 4 month,
The lastmanagement review meeting was conducted 02 May, 2015 .all
5.6.1 General inputs are covered within 4 meetings during the year. Minute of the √
meeting was observed. The management review is done for all
branches at once .
FORM‐009_V4_QMS Issued: July 9, 2003 Revised: March 2013 Page 3 of 12
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All Inputs have been discussed. At the meeting such as results of audits;
customer feedback; process performance and product conformance
status of corrective and preventive actions;
5.6.2 Review Inputs √
follow‐up action from earlier management reviews;
changes that could affect the QMS,
recommendations for improvement
Some outputs are as follows
5.6.3 Review Output Serving breakfast delivery in UAE branches √
Adapting ISO 9001:2015 Version,
6 Resource Management
they have determined job description (F15) for all job positions defined
6.2.1 General in organization chart. For each job position, they have determined
required qualifications, authorities and infrastructures.
.the training plan F17 was observed.
They have service training manual for new personnel.
Competence, In 2015, 4 courses were planned. Two of them (requirements FOOD
6.2.2 Awareness and service manners) conduct, and other( personal hygiene and health √
Training principles ) will be conduct in next months in accordance the plan.
For requirements Of QMS the score of QC manager was 95%.
The records of evaluation ofthis training course were observed .the
evaluation results for QC manager was 90%.
Entrance, reception, dining spaces, kitchen and all related place
Observed. Cooking equipment has been provided, properly established
and placed for proper operation, maintenance, adjustment and
cleaning. Meat freezer has a detector so of temperature become more
than ‐18 it will ring and notifies organization.
6.3 Infrastructure According to Preventive Maintenance ProcedureW8, I checked the √
oven, refrigerator for vegetables, dish washer profiles. Also I observed
the preventive maintenance actions schedule for current year.
Cleaning program Is observed. Meat grinder was clean and sanitized
after work in April 2015 by Mr Nadim.
FORM‐009_V4_QMS Issued: July 9, 2003 Revised: March 2013 Page 4 of 12
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The approval of the municipality letter about the GMP & infrastructure
situation was observed; the latest visit of municipality inspector records
was checked. No nonconformity of organization performance in
accordance to the regulationswas recorded.
There was no direct sunlight toward kitchen or warehouse of kitchen.
All kitchen personnel wore white clothes and all waiters wore purple
clothes.
In kitchen, there was an air shower.
Kitchen hood have nets.
All Drainage Ditches have been closed properly.
There is a special place for, unwashed, washed and ready for serve
usages.
Work
6.4 There was a sign of “no entry” in the entrance of kitchen. √
Environment
Door of Bins were washable and were perfectly closed. It was clean at
8:00 Am in based on the developed cleaning schedule.
Records of checklist of opening of kitchen have been checked and one of
its items was related to cleanliness of kitchen.
They have assigned specified bins for food waste, raw material waste
that are transferred from municipality contractor twice a day.
Restrooms; there were 2 separated areas for male and female staff. All
restrooms are separated from food maintaining and processing. Staffs
have to change their shoes for entering rest rooms. For entering to the
food processing area from rest rooms, they have installed hand hygiene
liquid for sanitizing. The usage method of this hand sanitizer is installed
and is very clear to apply.
7 Product Realization
As customers ask for order, the waiter confirms the order with chef to
see if they have food or not. After that, they give the written order to
kitchen from a specified corridor to kitchen so they can plan for
Planning of preparing food.(also one orders is given to Cheshire in order to save in
7.1 Product software ) They have developed a menu, which is including fix food that √
Realization are available every day and special day‐food. The chef in consultation
plans their raw material purchase order and at the beginning of each
shift organizes its kitchen staff to prepare food. The safety stock for
meat, chicken and fish is 8%.
FORM‐009_V4_QMS Issued: July 9, 2003 Revised: March 2013 Page 5 of 12
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7.2 Customer‐Related Processes
Review of
the Food is cooked and serve based on menusand customers’ orders,
Requirements
7.2.2 the records of orders were kept in cashier software,the records of √
Related to the
orders on assessment day seen.
Product
The Staffs are very nice and ethical to the customers.
Recall center should handle all compliant NORMAL cases and for
ABNORMAL cases they call to Restaurant’s manager and Restaurant’s QA
manager simultaneously.
I checked call centers logged on 10‐04‐2015 and 11‐04‐2015
There was no any abnormal complaint in Recent period. 2 type of
satisfaction form are designed. Onsite form and delivery customer from
. The method for collecting
The feedback of onsite customers is executed by waiters and for delivery
customer, the cashiers are responsible some records were observed.
such as:
Customer Mr/MsJeiran: All items excellent, Comment: excellent service
7.2.3 √
Communication Mr/MrsGhubani: all items excellent, comment: food were delicious
Under the card there is a note: for any complaints please go to our
website
According to the Customer Feedback Procedure RAB‐P17, at the end of
the shift the supervisor check all feedback form if there is any
considerable items, promptly takes appropriate actions and if not at the
end of each month, he/she will prepare a report including bar‐chart
graph for the MR.
April Bar char indicate 92 score(the acceptable score is 85)
7.3 Design and Developmentexcluded
Design and
7.3.1 Development N/A
Planning
FORM‐009_V4_QMS Issued: July 9, 2003 Revised: March 2013 Page 6 of 12
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N/A
7.3.2 D & D Inputs
N/A
7.3.3 D & D Outputs
D & D N/A
7.3.4
Reviewing
N/A
7.3.5 Verification
Control of (D & D) N/A
7.3.6
Changes
Control of (D & D) N/A
7.3.7
Changes
7.4 Purchasing
Purchasing Purchasing procedure is established.
7.4.1 Supplier evaluation form (F10), has been designed base on two factors: √
Process
Purchasing market prices and quality
7.4.2 three samples of material were chose √
Information
Item Supplier’s name Date of Assessme Legal Qc
purcha nt paper paper
se s s
PR13 / 02/02
Apple 2015 A
Is supplier of all fruits and
Verification of
7.4.3 vegetables in last 14 years √
Purchases
Sanitiz ECOLAB Yes Grade Yes Yes
ers B
The approved supplier list and black list of suppliers were checked. For,
the method for approving suppliers is having approval by the Emirates
municipality and approving of QC responsible by an official letter and
initial evaluation forms.
FORM‐009_V4_QMS Issued: July 9, 2003 Revised: March 2013 Page 7 of 12
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7.5 Production and Service Provision
Control checklist and forms are established
Kitchen checklist has two checklist as below:
Checklist1: opening checklist: verify all staff members on premises are punched
in by MrHamzah @ 21/1/2014 and MsAdrine and Mscaterine for Crumbs branch
Checklist2: closing checklist: ensuring all sections have available checklist for the
morning shift. Mr Michael F ghaly @ 22‐1‐2014
Raw material control : 0.5 Liters on the table of crumbs, has been bought on Jan
Control of 22 2014 @ 8:53 has been received by Mr. Pappachen,
7.5.1 Production and Test report were observed
Service Provision Raw material of lunchcontrol: chicken, Halal certificate No. 426900 and Official
Meat inspection certificate no: 00707/730/13 were observed.
Supplier name: bought from carfare
In accordance the customer orders the food process is done base on recipe.
Here are comparisons that I did while auditing from recipe and my observations.
MrManooj Case, Shavarma meat
MrManooj Case, Shavarma meat
FORM‐009_V4_QMS Issued: July 9, 2003 Revised: March 2013 Page 8 of 12
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Observation for 100 kg of shavarma Recipe for 63 kg of shavarma
Yogurt 10 kg Yogurt 5 kg
White pepper 200 gr White pepper 200 gr
Jinger 200 gr No mention to ginger
And … And …
STUFFED VINE LEAVES CASE:
Observation of STUFFED VINE Recipe of STUFFED
Validation of LEAVES VINE LEAVES
recipes
Processes for
7.5.2
Production and Confirmed confirmed
AR
Service Provision
CURRY CASE:
Observation of curry Recipe of curry
180 gram chicken 200 gram chicken
200 gram sauce 100 gram sauce
There was difference between performance and recipe in cooking of shawerma
They have records of the bills base on the number of the bill and dates;
they can understand who made the food and what is the raw material
Identification and and their supplier.
7.5.3 √
Traceability The bill number 0122 on 4 April 2015 was chose, the supplier of meet
was Abeghorme purchased in 2 April 2015 .and the chief was
MrfoazAlrashed.
Customer If customer miss the staff in Restaurant they keep in safe places or if they have
7.5.4 √
Property the telephone or address they inform customers soon as possible
FORM‐009_V4_QMS Issued: July 9, 2003 Revised: March 2013 Page 9 of 12
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Ware houses: There was no wooden row, shelf or pallet.
All places have been identified with a label, such as vinegars and sugar,
all bottles for sugar, salt or powder were closed or sealed in an
appropriate manner. The storage responsible records all inputs &
outputs items in determined forms; I checked the inventory of vinegar
bottles in. No. of egg in warehouse 20 Boxes, exp on 29th June 2015
They have separated the layout of food raw material and non‐edible
Preservation of
7.5.5 items in storage. They have installed cleaning schedule of storage. The √
Product
records of cleaning of storage were maintaining in storage and I
observed the records for April‐2015.
The places for keeping meats are separated for higher accessibility and
food safety. The FIFO method is executing in storages, refrigerators and
freezers.
Such as there is separate section for refrigeration and defrost for raw
materials completely labeled.
Control of
Calibration labels were on each refrigerator and data is logging twice a
Monitoring and
7.6 day. Thermometer certificate No. GCLC/2014/0306‐30 on Jan 20th √
Measuring
2015annually by General Construction Lab Calibration Company.
Devices
8 Measurement, Analysis and Improvement
8.1 General
8.2 Monitoring and Measuring
Customer
8.2.1 Refer to 7.2.3
satisfaction
Last Internal Audit on 11 April 2015 by Mr.
For GMP non‐conformities and conformities (that were NC in last audit),.
Company has a regular audit program which QA managers and in head
of all them, Mr. George Eccles, check QMS system implementation.
8.2.2 Internal Audits √
FOH was clean.
No compliant from customers
Monitoring and The process measurements are under control by process indices where
8.2.3 Measurement the results of process measures are shown in data analysis table and if √
Process the criteria is not met , corrective action is considered
Monitoring and Refer to 7.2.1 and 7.2.2
8.2.4 Measurement of After the preparation chef taste the food. also customer feed backs is √
Product considered
FORM‐009_V4_QMS Issued: July 9, 2003 Revised: March 2013 Page 10 of 12
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Has been
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no non‐conforming food was detected during past year if any
nonconforming product/services is detected Corrective and Preventive
Control of Non‐
Form F5 is available in all units to use, if the corrective action was
8.3 Conforming √
applicable for other processes, it would be applied for other similar
Product
processes to prevent the happening of same problem.
According to the Data Analysis & Process Monitoring Procedure they
have developed a from for processes criteriathe record of data analysis
and process monitoring was observed for examplecustomer satisfaction
8.4 Analysis of Data √
average of 90% and criteria of 80%, supplier evaluation average of 82.5%
and criteria of 85%, delay in food delivery with average of .05% and
criteria of 15 days in 1%
8.5 Improvement
Continual They considered feed backs and done marketing research to improve the
8.5.1 √
Improvement taste of food by modifying recipe
Corrective and Preventive Form F5 is available in all units to use, if the
8.5.2 Corrective Action √
corrective action was applicable for other processes, it would be applied
for other similar processes to prevent the happening of same problem.
the records of recent corrective action was observed .the cleaning check
8.5.3 Preventive Action list had not been completed(on Jan 2015) ,the corrective action is take, √
the checklist were completed and related staff retrained.
FORM‐009_V4_QMS Issued: July 9, 2003 Revised: March 2013 Page 11 of 12
By exception, we indicate the specific Strengths and weakness of the organization in light of the management system, as we perceive and seen through
processes in reference to requirements of the criteria being ascribed as these apply and relate to the assessment plan and planning of the assessment.
This aspect relates to Accreditation Body as it does to the protection of consumers in the client-organization’s role within their respective supply – chain.
Disclaimers: (1) herein, we reiterate that any suggestion or opinion that the assessment team expresses does not construe to be a contractual
requirement. (2) The degree of certainty in conclusions increases by the competence of the assessment team as well as the attestation within the
assessment protocol, values, mission and vision under which we operate for the protection of consumers, still remains a certain level of uncertainty.
Strength Weakness
Cleaning and personal hygiene Mismatching recipe and Preparing food
action Request Type I Form-008 – as we indicate and that each of the RA addresses the basic four (4) questions
as seen in Form-008:
action Request Type II Form-008 – as we indicate and that each of the AR addresses the basic four (4) questions
as seen in Form-008:
There was difference between performance and recipe in some cases Shawarma in central Kitchen case: operator used
ginger but there were no ginger in documented recipe
END of REPORT